Dynamics 365 Field Service Workshop (CRM) MB2-877

This workshop provides you with the skills you need to manage the Field Service modules in Microsoft Dynamics 365 (CRM 2016). Your organization may already own Field Service but you need to know how to set it up.

This 1 day, instructor-led, workshop provides you with the skills to administer and maintain Field Service. Additionally, this workshop, is useful for individuals who manage the Dynamics 365 (CRM) infrastructure or develop applications to extend Dynamics 365 (CRM).

Corresponding Exam: MB2-877: Microsoft Dynamics 365 for Field Service

Who should Attend:

If your organization is using Dynamics 365 or CRM 2016 you need to learn how to use the Field Service application. This workshop helps Field Service Managers, Professional consultants, system integrators, and support professionals who work with Dynamics 365 or (CRM 2016).

After completing this workshop, students will be able to:

Schedule and track work-in-progress

Manage Customer Interactions

Improve profitability by optimizing schedules

Manage Contracts and Service scheduling

Manage inventory and Purchasing

Configure and Manage Mobile Devices

Configure Alerts and responses.

Course Outline

Module 1: Introduction to Dynamics 365 Field Service

Lessons

The case for field Service

Examples of companies who improved by using Dynamics Field Service

Sales: Technicians can identify and create opportunities in the field for sales teams.

Project Service Automation: Use the same resource pool for short or long-term projects.

Sales: Technicians can identify and create opportunities in the field for sales teams.

Field Service Process Flow

Module 2: Setup and Configuration

Lessons

Deploying the Dynamics 365 Field Service Solution

Factors to be considered in Planning Field Service Implementations

Setup and Configure Field Service

Field Service Security Profiles (roles)

Detail Initial Configuration Settings

Demonstrate Setting up Field Service Resources

Explore how to use Products and Price Lists in Field Service

Module 3: Work Order Management

Lessons

The Work Order Management Process

Explain Scheduling and Dispatching in Field Service

The Work Order Life Cycle

The Records that are Used with Work Orders

Customer Assets in Field Service

Module 4: Agreements

Lessons

Agreements in Field service

Defining agreements

Agreement bookings

Create and Manage Agreements

Define Bookings and Invoices

Planning for scheduled Maintenance

Customer Assets are used in Field Service

Module 5: Scheduling and Dispatching

Lessons

Detail the different scheduling options in Field Service

Manually Scheduling, the Schedule Assistant, Automatic Scheduling

Demonstration working with the Schedule Board

Demonstrate using the Schedule Assistant

Explain Resource Scheduling Optimization

Module 6: Inventory and Purchasing

Lessons

The Purchasing Process

Customer assets

Working with Inventory

Managing inventory

Purchasing

Processing returns

Managing Adjustments and Transfers

Module 7: Mobility

Lessons

Different scheduling options in Field Service

Working with the Schedule Board

Using the Schedule Assistant

Resource Scheduling Optimization

Module 8: Field Service and Customer Service

Lessons

Customer Management in Customer Service

Service Contracts and Warranties

Transfer between Customer Service and Field Service

Module 9: Review Workshop

Dynamics 365 Field Service

Setup and Configuration

Work Order Management

Agreements

Scheduling and Dispatching

Inventory and Purchasing

Mobility

Field Service and Customer Service

Review Microsoft Dynamics 365 Field Service Exam MB2-877

Prerequisites

This course requires that you meet the following prerequisites:

Dynamics 365 Customer Service workshop is helpful as Field Service pulls information from the Customer Service module.

*NOTE: if an average rating and rating count are shown on this page, they are based on all reviews associated with Dynamics Edge that are shown on the review page, and are not restricted to reviews only for the particular course offered on this page.

81065Dynamics 365 Field Service Workshop (CRM) MB2-877

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